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1. Introduction

At Age Eternal, we are committed to providing high-quality care and services to all our patients. We strive to ensure that every patient receives the best possible experience, but we understand that occasionally, things may not go as planned. This Complaints Procedure and Policy outlines the steps for patients to make a complaint, how complaints are handled, and the processes for resolution. Our goal is to resolve complaints quickly and effectively while maintaining the trust and respect of all our patients.

2. Purpose

The purpose of this policy is to:

-            Provide patients with a clear, straightforward process for making a complaint.

-            Ensure that complaints are handled in a professional, timely, and impartial manner.

-            Offer a transparent and fair procedure for addressing patient concerns and resolving issues.

-            Improve the clinic's services based on patient feedback and complaints.

3. Scope

This policy applies to all patients of Age Eternal who may wish to make a complaint regarding any aspect of their care or treatment, including but not limited to:

-            Patient care and treatment outcomes.

-            Professionalism and behaviour of staff.

-            Clinic environment, facilities, or cleanliness.

-            Appointment scheduling, communication, or administrative procedures.

-            Billing or financial matters.

4. How to Make a Complaint

We encourage patients to raise concerns as soon as they arise, so that we can address them promptly. There are several ways patients can make a complaint:

-            In person: Speak directly to a member of the clinic’s staff, including the clinic manager or supervisor.

-            By phone: Call the clinic’s main line and request to speak to a senior staff member or the clinic manager.

-            In writing: Submit a written complaint to the clinic by letter or email.

When making a complaint, we ask that patients provide the following information:

-            Full name and contact details.

-            A description of the incident or issue, including the date and any relevant details.

-            The names of any staff involved (if applicable).

-            The desired outcome or resolution, if known.

5. Complaints Procedure

The clinic is committed to resolving complaints quickly and efficiently. The following procedure will be followed to handle complaints:

-            Step 1: Acknowledgment

Upon receiving a complaint, we will acknowledge receipt within 48 hours. This acknowledgment will be made in writing and will inform the patient of the steps we will take to investigate and resolve the issue.

-            Step 2: Investigation

The complaint will be investigated by the appropriate staff member, usually a senior manager or the clinic director. The investigation will include a review of the patient’s treatment or interaction, as well as discussions with relevant staff members. The investigation will be impartial and thorough.

-            Step 3:

Response and Resolution Once the investigation is complete, the clinic will provide a response to the patient. If the complaint is upheld, the clinic will offer an apology, provide a clear explanation of what went wrong, and outline the actions taken to resolve the issue. If the complaint is not upheld, the clinic will explain the findings of the investigation and the reasons for the decision. If a resolution is agreed upon, the clinic will implement any necessary corrective actions, such as adjustments to care or procedures, and ensure that the patient is satisfied with the outcome.

-            Step 4:

 Follow-up After resolving the complaint, we may follow up with the patient to ensure that they are satisfied with the resolution and that the issue has been addressed to their satisfaction.

6. Timeframe for Resolving Complaints

A formal response should be provided to the patient within 10-14 working days from the date of receiving the complaint. If this is not possible, we will inform the patient of any delays and provide an estimated timeline for resolution.

7. Escalating a Complaint

If a patient is not satisfied with the resolution of their complaint, they may escalate the matter further. The following options are available:

Internal Escalation: If the complaint was initially handled by a clinic staff member, the patient can escalate the issue to the clinic manager or director, who will review the matter and ensure it is handled appropriately.

External Escalation: If the patient is still dissatisfied, they can escalate their complaint to an external body or regulatory authority. For example, patients may contact Healthcare Improvement Scotland or another relevant professional body or regulatory agency depending on the nature of the complaint. We will provide the patient with relevant contact details upon request.

Healthcare Improvement Scotland contact details;

Complaints can be made to:

Programme Manager

 Independent Healthcare Services Team

 Healthcare Improvement Scotland

 Gyle Square

 1 South Gyle Crescent

 Edinburgh

EH12 9EB

Tel: 0131 623 4342 (10am-2pm, Monday to Friday)

Email: his.ihcregulation@nhs.scot

8. Confidentiality and Privacy

We respect the privacy and confidentiality of our patients. All complaints will be handled confidentially, and information will only be shared with relevant personnel involved in the investigation and resolution process. The clinic will ensure that the patient's privacy is maintained, and that the complaint does not negatively affect the patient’s future care or treatment.

9. Learning from Complaints

We view complaints as an opportunity for improvement. Following a complaint, we will:

-            Review the incident to identify areas for improvement.

-            Implement changes or corrective actions to prevent similar issues in the future.

-            Regularly monitor and assess the effectiveness of these changes.

-            Staff will be kept informed of any lessons learned from complaints, and we may include complaint outcomes in regular clinic meetings to improve services and patient care.

10. Responsibilities of Staff

Staff Awareness: All staff will be made aware of the complaints policy during their induction and will receive training on how to handle complaints professionally and effectively.

Encouragement: We encourage all staff to listen to patient concerns and attempt to resolve minor issues at the earliest opportunity.

Documentation: All complaints must be documented and the investigation and resolution must be tracked.

11. Monitoring and Review

The clinic will monitor complaints on an ongoing basis to identify patterns, common concerns, and areas for improvement. The Complaints Policy will be reviewed annually, and necessary updates will be made to ensure compliance with best practices and relevant laws. Staff will be trained on any changes to the policy and patients will have access to the updated complaints procedure on our website.

12. Conclusion

At Age Eternal, we are dedicated to providing excellent care and a positive experience for all of our patients. We take all complaints seriously and are committed to resolving them in a timely, fair, and professional manner. Our complaints procedure ensures that patients’ concerns are heard, addressed, and used as an opportunity to improve our services.